ServiceDesk solution is dedicated to build request ticket systems, tickets’ management, knowledge management in a manner related to the service agreements’ parameters.

Register, measure and facilitate - these are the basic aims of support service management as a core of a professional IT organization. The first line of users’ contact with IT department is more and more often not just a tool, but also a business card of whole IT department. Modern ServiceDesk solutions are, in addition to mechanisms to improve the user support, a powerful tool for business management of the entire service desk process and support for service contracts in the service model in line with the ITIL (Information Technology Infrastructure Library - a collection of IT service management best practices).

ServiceDesk Systems are comprehensive solutions supporting and automating service tickets processes in connection with service agreements provided both for internal users of the organization, as well as external users. It is a tool both for continuous improvement of IT services quality and for gathering the knowledge related to the frequent problems occurring in the IT environment. ServiceDesk allows to control the quality of support services rendered by the reporting engine. High flexibility of the product also enables wide integration with existing systems in IT environment and the best fit of ServiceDesk to any Customer’s requirements. ServiceDesk is also a rich and automatically enhancing tele-address database for the organization.

Functionality

• centralized management of events, change and the level of IT services,
• registration and tickets, incidents and problems handling in the IT environment,
• handling for the implementation of changes in the IT environment,
• detailed registration of works and access to the history of actions taken,
• repair process control depending on the importance of reported problems,
• improvement of events receiving and handling processes,
• registration of requests from various sources eg. Web, e-mail, telephone,
• remote problems diagnosis in the user’s environment,
• automatic requests registration from monitoring systems,
• monitoring of crucial performance indicators of tickets handling processes,
• collection of good practices on common issues in the IT environment based on the mechanisms of knowledge bases,
• extensive integration with existing systems,
• efficient engine that generates reports to track the quality of IT services,
• access to developed and placed in a knowledge-based solutions.

Benefits

• reduction of crucial interruptions number in application run,
• simplification and standardization of tickets handling procedures,
• shortening the respond time to the reported problems or failures
• reduction the tickets handling costs,
• adjustment service activities to business priorities attributed at the level of services and requests,
• increase services quality due to monitoring and accounting of service agreements,
• sharing with user the information databases, eg. tele-address and knowledge database
• reduction of tickets costs handling and increase business security of service processes.

Technology

• ServiceDesk systems are built on the basis of the specialized tools and products, such as: CA ServiceDesk Manager,
• systems operate in the architecture based on the main application system combined with a comprehensive database supported by web browsers,
• basic range of system services can be extended with tools for automating the inventory processes, advanced knowledge base management, analytical tools and tools for updates management,
• system allows to adjust the functionality based on ITIL guidelines and to bring it to the actual needs of the organization quite freely,
• system is based mainly on the server and database platform of Microsoft but also works in other environments: operating systems: RedHat Linux, AIX 64-bit, HPUX, Solaris, MS Windows, databases: Informix, CA Ingres, Oracle, MS SQL Server Sybase, Web servers: Microsoft IIS, Apache, iPlanet Web Server Enterprise Edition, Internet browser: MS Internet Explorer, Mozilla Firefox and others.